Claims
Claims contacts and services
Find the contacts and services you need to start a new claim or manage an existing claim
CommercialClaims for popular commercial products
Commercial Property
Includes all products
New and Existing Claims
For contact details please select the inital letter of your brokerage name:
For brokers beginning with A-C
Telephone
0345 030 7761Available 24/7
Team Manager
Francesca Sterpaio
Mobile
07384 231 183Monday to Friday 9:00am - 5:00pm
For brokers beginning with D-M
Telephone
0345 030 7761Available 24/7
Team Manager
Vicki Valentine
For brokers beginning with N-Z
Telephone
0345 030 7761Available 24/7
Team Manager
Steven Whytock
Mobile
07384 450 787Monday to Friday 9:00am - 5:00pm
New claim
Liability claim
Track your Property Repair claims
You can track your customers’ claims using online claims trackers for property repairs handled by Aviva Claims Services and our panel of loss adjusters.
If you're not registered to access these trackers please email us on southendsupport@aviva.com
Aviva Claims ServicesAviva Claims Services user guide (PDF 860 KB)
Cunningham LinsdayCunningham Linsday user guide (PDF 2.58 MB)
Woodgate & ClarkeWoodgate & Clarke user guide (PDF 1.42 MB)
QuestgatesQuestgates user guide (PDF 3.83MB)
Crawford & Co(Subsidence only)
Crawford & Co user guide (PDF 319 KB)
Contact details for all our loss adjusters.
Panel Loss Adjusters (PDF 257KB)
Guidance on making a claim with four steps to faster claims.
Commercial Motor
Fleet Insurance, Premier Truck, Taxi, Mini Fleet, Fleetwise
New Claims
Online
- Upload photos and documents to speed up the process
- Rapid response from handlers - to you or your client
Telephone
0800 246 876Available 24/7
Guidance on making a claim with four steps to faster claims.
Existing Claims
Upon notification of a new claim you will be provided with both the email address and contact telephone number, unique to the handler dealing with your claim. Please retain and use these for any existing claims queries or updates.
Escalations
If you have a claim or issue that requires escalation, please call 07387 234783 and your call will be answered by a Team Manager.
Alternatively you can email CMEM@aviva.com
Approved Repairer
Aviva has a large nationwide network of approved repairers, providing great service for Aviva customers when they make a claim.
Employer and Public Liability Claims
New Claims
Bodily Injury
Telephone
Claims in the UK
0345 300 7586Monday to Friday 9:00am - 5:00pm
Troubleshooting
Sometimes things go wrong so if you do need to speak with one of our skilled Troubleshooters, please call us on 0345 302 8340
Claim online
Environmental Claims
Telephone
Claims in the UK
0345 301 6049Monday to Friday 9:00am - 5:00pm
Troubleshooting
Sometimes things go wrong so if you do need to speak with one of our skilled Troubleshooters, please call us on 0345 302 8340
Claim online
Liability – Property damage
Telephone
Claims in the UK
0345 301 6042Monday to Friday 9:00am - 5:00pm
Troubleshooting
Sometimes things go wrong so if you do need to speak with one of our skilled Troubleshooters, please call us on 0345 302 8340
Claim online
Guidance on making a claim with four steps to faster claims.
Motor Bodily Injury
New Claims
Commercial Motor
Telephone
0800 246 876Available 24/7
Helpline
If for any reason you can't get through call:
Telephone: 0800 015 2031Monday to Friday 9:00am - 5:00pm
Claim online
Guidance on making a claim with four steps to faster claims.
Existing Claims
Motor Trade
New & Existing Claims for Motor & Property
Telephone
0800 0466 229Available 24/7
Escalations
Team Manager
Mark Harrison
Mobile
07800 691440Monday, Tuesday, Thursday, Friday 9:00am - 5:00pm
Team Manager
Caroline Dunn
Mobile
07800 699272Tuesday, Wednesday, Thursday 9:00am - 5:00pm
Team Manager
Elizabeth Ball
Mobile
07800 699272Monday, Wednesday, Friday 9:00am - 5:00pm
Is this a liability claim?
As a general rule – if damage has occurred to a policyholder’s customer’s vehicle which is no longer in the policyholder’s custody & control, please refer to Liability.
Claims for speciality commercial products
Agriculture
New Claims
Telephone
0345 301 2139
Available 24/7
Helpline
If for any reason you can't get through call:
Peter Filsell
Telephone: 07800 699 206Monday to Friday 9:00am - 5:00pm
Guidance on making a claim with four steps to faster claims.
Existing Claims
Annie Lyst or Eleanor Anderson
Telephone
0345 301 2139Monday to Friday 9:00am - 5:00pm
Elizabeth Ball
Telephone
07800 692 442Monday to Friday 9:00am - 5:00pm
Corporate Property
New and Existing Claims
Corporate Property
Telephone
0345 030 7628Available 24/7
Helpline
If for any reason you can't get through call:
Laurence Froment
Telephone: 07800 692 880Monday to Friday 9:00am - 5:00pm
CSR Property Owners Brokers
Telephone
0345 030 7521Available 24/7
Helpline
If for any reason you can't get through call:
Laurence Froment
Telephone: 07800 692 880Monday to Friday 9:00am - 5:00pm
CSR Genevco
Telephone
0345 030 7736Available 24/7
Helpline
If for any reason you can't get through call:
Laurence Froment
Telephone: 07800 692 880Monday to Friday 9:00am - 5:00pm
Guidance on making a claim with four steps to faster claims.
Crime/Fidelity
New and Existing Claims
Guidance on making a claim with four steps to faster claims.
Engineering, Energy from Waste, Wind Power, Solar Power
New and Existing Claims
Telephone
Lisa Lennox
4th Floor, The Observatory, Chapel Walks,
Manchester, M2 1HL
0345 307 8565Monday to Friday 9:00am - 5:00pm
Telephone
Simon Birchall
4th Floor, The Observatory, Chapel Walks,
Manchester, M2 1HL
0345 030 7752Monday to Friday 9:00am - 5:00pm
Telephone
Matt Hessing
4th Floor, The Observatory, Chapel Walks,
Manchester, M2 1HL
0345 030 7342Monday to Friday 9:00am - 5:00pm
Telephone
Samantha McNulty
4th Floor, The Observatory, Chapel Walks,
Manchester, M2 1HL
0345 030 7369Monday to Friday 9:00am - 5:00pm
Guidance on making a claim with four steps to faster claims.
Freight and Liability
New and Existing Claims
Telephone
01474 327 942Monday to Friday 9:00am - 5:00pm
Guidance on making a claim with four steps to faster claims.
Group Personal Accident
New and Existing Claims
Telephone
08000 516 583Monday to Friday 9:00am - 5:00pm
Guidance on making a claim with four steps to faster claims.
Latent Defects
New and Existing Claims
Guidance on making a claim with four steps to faster claims.
Legal Indemnities
New and Existing Claims
Telephone
Katie-Rose Heiden
020 7662 0774Monday to Friday 9:00am - 5:00pm
Guidance on making a claim with four steps to faster claims.
Legal Protection/Legal Expenses
Telephone
Legal Helpline
0845 300 1899
Marine and Cargo
New and Existing Claims
Telephone
0161 931 8424 or 0161 931 84299am – 5pm
Guidance on making a claim with four steps to faster claims.
Professional Indemnity
New and Existing Claims
Telephone
020 7157 2569
Postal address
The Senior Claims Manager
Aviva Global Corporate & Specialty
Level 18 St Helen’s
1 Undershaft
London
EC3P 3DQ
Claims for personal products
Distinct
New Claims
Distinct Home
Telephone
Claims in the UK
0800 051 1750Available 24/7
Helpline
If for any reason you can't get through email:
TSHHOLD@aviva.com
Guidance on making a claim with four steps to faster claims.
Distinct Motor
Telephone
Claims in the UK
0800 051 1750Available 24/7
Telephone
Claims from abroad
(+44) 01603 208 901Available 24/7
Helpline
If for any reason you can't get through email:
TSPMOT@aviva.com
Distinct Travel
Telephone
Claims in the UK
0800 051 1750Available 24/7
Telephone
Claims from abroad
(+44) 01603 208 537Available 24/7
Telephone
Medical and other
emergencies abroad
(+44) 01603 208 538Available 24/7
GP Line
Telephone
0870 739 7699Available 24/7
Tax and legal advice helpline
Telephone
0800 0511 718Available 24/7
Helpline
If for any reason you can't get through call:
Telephone: 07800 690 966Monday to Friday 9:00am - 5:00pm
Employer and Public Liability Claims
New Claims
Bodily Injury
Telephone
Claims in the UK
0345 300 7586Monday to Friday 9:00am - 5:00pm
Troubleshooting
Sometimes things go wrong so if you do need to speak with one of our skilled Troubleshooters, please call us on 0345 302 8340
Claim online
Environmental Claims
Telephone
Claims in the UK
0345 301 6049Monday to Friday 9:00am - 5:00pm
Troubleshooting
Sometimes things go wrong so if you do need to speak with one of our skilled Troubleshooters, please call us on 0345 302 8340
Claim online
Liability – Property damage
Telephone
Claims in the UK
0345 301 6042Monday to Friday 9:00am - 5:00pm
Troubleshooting
Sometimes things go wrong so if you do need to speak with one of our skilled Troubleshooters, please call us on 0345 302 8340
Claim online
Guidance on making a claim with four steps to faster claims.
Motor Bodily Injury
New Claims
Personal Motor
Telephone
0800 678 999Available 24/7
Helpline
If for any reason you can't get through call:
Telephone: 0800 015 2031Monday to Friday 9:00am - 5:00pm
Claim online
Guidance on making a claim with four steps to faster claims.
Existing Claims
Personal Motor
Including Private Car, Premier Bike and Your Van.
New Claims
Online
- Upload photos and documents to speed up the process
- Rapid response from handlers - to you or your client
Telephone
0800 678 999Available 24/7
Guidance on making a claim with four steps to faster claims.
Existing Claims
Telephone
0345 030 7322Monday to Friday 9:00am - 5:00pm
For general claims queries:
clmsupt@aviva.com
For escalations and complaints:
tspmot@aviva.com
Approved Repairer
Aviva has a large nationwide network of approved repairers, providing great service for Aviva customers when they make a claim.
Personal Property
Including Your House, Home Plus and Homeworker.
New and Existing Claims
Telephone
0800 012 345Available 24/7
Guidance on making a claim with four steps to faster claims.
Travel
New and Existing Claims
Travel add-on no longer available to purchase from 1 June 2018
Business Travel - UK and Abroad
Telephone
01243 621 416Monday to Friday 9:00am - 5:00pm
Business Travel - Medical Emergencies UK and Abroad
Telephone
01243 621 066Available 24/7
Guidance on making a claim with four steps to faster claims.
Commercial Lines Claims Relationship Managers
Contact details
Andy O’Malley (South East, London, South West and Wales)
Telephone
07800 691 930Monday to Friday 9:00am - 5:00pm
Victoria Keating (North East, North West, Midlands, Scotland and Northern Ireland)
Telephone
07966 610 014Monday to Friday 9:00am - 5:00pm
Lilian Baxter (Northern Ireland)
Telephone
07966 610 248Monday to Friday 9:00am - 5:00pm
Personal Lines Claims Relationship Manager
Contact details
Lilian Baxter (UK)
Telephone
07966 610 248Monday to Friday 9:00am - 5:00pm
First notification of loss
The importance of early notification of loss
How can we best look after your personal and commercial motor customers when it comes to a claim? The first step is to let us know about the claim as soon as possible and all the details about any third party involved, especially their phone number.
You or your customer just need to get in touch with us as soon as an accident has occurred and you’ll be assigned a personal claims manager who’ll look after the claim from start to finish. They’ll take the time to understand what your customer needs from us – it’s all about getting them back to normal as quickly as possible.
Download the full transcript (PDF 55KB)
Resources you can share with your customers:
If you have any questions about claims, please get in touch with one our claims relationship managers;
| London, South West, London & South East | ||
|---|---|---|
| Andrew O’Malley | andrew.omalley@aviva.com | 07800 691 930 |
| Vanessa Millar | vanessa.millar@aviva.com | 07384 804 563 |
| London & South East | ||
|---|---|---|
| Kim Owen | kim.owen@aviva.com | 07800 690 288 |
| North, Midlands & Northern Ireland | ||
|---|---|---|
| Lilian Baxter | lilian.baxter@aviva.com | 07966 610 248 |
| North | ||
|---|---|---|
| Victoria Keating | victoria.keating@aviva.com | 07966 610 014 |
| Scotland | ||
|---|---|---|
| Liz Johnston | liz.johnston@aviva.com | 07800 690 405 |
| Dave Saunders | david.saunders@aviva.com | 07800 691 665 |
| Global Corporate and Specialty | ||
|---|---|---|
| Stuart Murray | stuart.murray@aviva.com | 07800 694 788 |
| Shaun Lemmon | shaun.lemmon@aviva.com | 07800 690 004 |
Claims resources
Four steps to faster claims
1
Contact us as soon as an accident / incident has happened, while the details are still fresh
2
Make sure you've got the right information to hand e.g. vehicle registration/property details, your accident book etc
3
Give us as much detail as possible, e.g. witnesses, photos, diagrams, videos, position of CCTV cameras etc
4
Keep hold of your personal claim manager’s direct number, to save time if you have a query
Help for your customers
Want to help your customers protect their home from storm damage? Do they need advice to make winter driving less stressful? Or are your customers simply looking for handy tips to avoid DIY disasters?
Find the answers to these questions and other useful information at www.aviva.co.uk.
Flooding is one of the most common and widespread natural source of damage to properties in the UK. How can you help protect your commercial customers? We’ve created a new commercial flood guide for your customers which will help them prepare for a flood as well as what to do if a flood is imminent and during a flood.
Right information
Having the right information to hand when making a claim can significantly reduce the time it takes to process it. So here’s some help and advice on what we’ll ask and the information we’ll need from you and your clients, to speed up the claim.
Help and advice
- Accidental Damage Claims (PDF, 188kB)
- Business Interruption Claims (PDF, 155kB)
- Claims Guide (PDF, 1.59mB)
- Contract Works Claims (PDF, 154kB)
- Drains, Services and Escape of Water Claims (PDF, 249kB)
- Fire Claims (PDF, 179kB)
- Flood Claims (PDF, 192kB)
- Good in Transit Claims (PDF, 198kB)
- Impact Claims (PDF, 116kB)
- Malicious Damage Claims (PDF, 268kB)
- Money Claims (PDF, 226kB)
- Storm Claims (PDF, 179kB)
- Subsidence Claims (PDF, 322kB)
- Theft away from the premises Claims (PDF, 157kB)
- Theft Claims (PDF, 127kB)
Claims Stories
Here are some short film clips about our claims service or case studies of Aviva customers sharing their stories about our claims service.
A customer story - Mrs Mel Smith
Time to tackle the UK’s compensation culture
Marketing Mentor
We’ve got 4 seasonal guides on Marketing Mentor that you can personalise and send to your customers.
These guides highlight the challenges each season poses such as protecting against April showers to safer winter driving.
Visit Marketing Mentor today.
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